eGain (NASDAQ: EGAN), the leading cloud platform for customer engagement automation, today announced that The Goodyear Tire & Rubber Company has (NASDAQ: GT) deployed eGain for digital-first, omnichannel customer engagement.
True to its goal of making the tire buying process easy for consumers, Goodyear wanted to deliver a cutting-edge customer service experience through virtual assistance and multimedia chat to help seamlessly match consumers with answers to their questions. The company also wanted to control costs and enable a seamless experience for contact center agents.
After going through a rigorous vendor selection process that also included a production pilot, eGain emerged the winner over nine other vendors, based on functionality, PCI compliance, and quick value. The company’s retail group has already gone live with eGain Virtual Assistant™ and eGain Advisor Desktop™. The contact center is leveraging the solution to answer questions, resolve issues, and recommend products to consumers, retail stores, and OEM clients. The deployment is being expanded to the company’s ecommerce and consumer care divisions.
“Service is where the customer experience rubber meets the road,” said Ashu Roy, eGain CEO. “We are proud to help this storied company offer innovative experiences.”